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APG Federal Credit Union · 3 months ago

Member Advisor - Baltimore

Edgewood, Maryland, United States

Full-time

Onsite

Entry Level

$20.83/hr - $26.04/hr

1+ years exp

APG Federal Credit Union is a community-focused financial institution that has been serving members for over 80 years. The Member Advisor role involves delivering exceptional service and financial education to members, helping them navigate various products and services while building strong relationships.

CreditFinanceFinancial Services

Responsibilities

Embrace APGFCU’s brand and deliver financial education to our members and communities

Collaborate with teammates to maintain a welcoming, efficient and secure branch environment

Welcome members warmly, listen actively and deliver prompt, personalized and consistent service. Perform lobby engagement activities to connect with members and educate members on options for managing financial transactions by leveraging technology, tools and resources

Assist members in navigating ITMs and digital banking tools; provide demonstrations and guidance to build confidence and encourage adoption

Assist with transactions and troubleshooting through ITMs, ensuring a smooth member experience

Develop lasting consumer and business relationships by following up on previous interactions, celebrating milestones and proactively offering financial wellness support

Open new consumer and business accounts and perform routine maintenance on deposit and loan accounts, certificates of deposit and individual retirement accounts

Apply product and procedural knowledge to identify, mitigate and solve member problems effectively to drive member loyalty

Manage risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrate a heightened scrutiny to identify and avoid loss. Participate in branch daily operations, ensuring they are completed in an efficient and accurate manner

Acquire and deepen the branch member base through a variety of proactive sales and service activities. Manage the member experience by identifying opportunities to improve the member’s financial wellbeing. Position APGFCU solutions to build member loyalty

Drive proactive conversations through prospect and member interactions with a defined sales process including outbound calling, service to sales, appointment setting and effective lobby engagement, ultimately elevating member loyalty. Deliver a full needs-based conversation with every member interaction to identify appropriate solutions

Responsible for specific, measurable goals for shares, loans, payment protection, cross-selling and referrals and member satisfaction surveys based on credit union’s strategic plan

Generate ideas to enhance quality service or increase revenue, such as recommendation for workflow improvements and product innovation and communicate to branch management

Build rapport, use critical thinking and credit union philosophy of "people helping people" to uncover additional lending needs through credit review. Evaluate branch loan pipeline and create proposals for follow up and missed opportunities

Compile necessary documentation, define requirements and determine accurate payment information for loans. Proactively offer convenience channels to disburse loans

Review loan denials for possible recommendation for approval. Courteously communicate denials to members and offer alternative solutions and financial education as appropriate

Partner with branch management to support business development efforts such as open enrollments, visiting local businesses and staffing community events

Perform other related duties as required or directed

Must have a flexible schedule, be able to work Saturday hours and travel to other branch locations

Qualification

Consultative salesFinancial literacyFinancial institution productsDigital banking toolsMulti-taskingInterpersonal skillsProblem solvingCommunication skillsTeamworkDetail oriented

Required

High School Diploma or equivalent with additional specialized training equivalent to two years college, experience can be credited in lieu of education

One-year consultative sales experience required with a proven record of accomplishment building member loyalty and expanding financial literacy and well-being

Have knowledge of financial institution products and services and demonstrated ability to goal attainment, strong communication, problem solving and interpersonal skills

Comfortable using technology and teaching others how to use digital tools, including ITMs, tablets and digital banking apps

Passion for helping others and commitment to the credit union philosophy of 'people helping people.'

Have an ability to work independently and as part of a team

Must be numbers and detail oriented and have ability to multi-task

Must have a flexible schedule, be able to work Saturday hours and travel to other branch locations

Preferred

One to two years financial services experience, specifically with deposit and lending products and proficiency in interviewing loan applicants

Benefits

Medical and dental (shared expense)

Vision

401(k)

Life and disability insurance

Flexible spending account

Employee assistance program

Referral program

Educational assistance

Holidays

Annual leave

Sick leave

Company

APG Federal Credit Union

APGFCU’s roots go back to 1938 when a group of local pioneers decided to address the savings and borrowing needs of the military families at the Aberdeen Proving Grounds.

Founded in 1938

Aberdeen, Maryland, USA

201-500 employees